Returns
CANCELLATIONS
If you wish to change an address or cancel an order, please send an email to onlineinfo@voya.ie or call us on +353 71 91 61872 within 30 minutes of placing your order. Please be aware that we may not be able to cancel or amend orders during peak promotional periods.
RETURNS & REFUNDS PROCEDURE
1. Statutory Right to Cancel (Distance Sales)
When you purchase products online from www.voya.ie, you have a legal right to cancel your order under consumer protection law.
You have 14 days from the day you receive the products to inform us of your decision to cancel the contract. To exercise this right, please notify us by email at onlineinfo@voya.ie
Once you have informed us of your decision to cancel, you have a further 14 days to return the products to us.
You may inspect the products as you would in a retail store. You are responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the products.
2. Refunds for Statutory Cancellations
We will issue a refund within 14 days of receiving the returned products or receiving evidence that the products have been sent back, whichever occurs first.
Refunds will be made using the same means of payment used for the original transaction.
For statutory cancellations, we will refund the product price and standard outbound delivery costs. Any supplementary delivery charges, such as express or upgraded shipping selected by you, are non-refundable.
3. Extended Voluntary Returns Policy (28 Days)
In addition to your statutory rights, we offer an extended 28-day voluntary returns policy.
Under this voluntary policy, products may be returned within 28 days of delivery provided that:
- products are unused and unopened
- products are in their original condition
- packaging is intact and suitable for resale
Under this voluntary policy, original delivery charges are non-refundable.
This extended policy does not affect your statutory rights.
4. Hygiene and Sealed Products
For health protection and hygiene reasons, we cannot accept returns of cosmetic or skincare products that were sealed for hygiene purposes and have been unsealed after delivery, unless the product is faulty.
5. Faulty, Incorrect, or Damaged Products
If you believe a product is faulty, damaged, or not as described, please contact us at onlineinfo@voya.ie with details of the issue.
If your order arrives damaged, please notify us as soon as reasonably possible after delivery and provide photographs of the damage where available. This allows us to investigate and resolve the issue promptly. This requirement does not affect your statutory rights.
All claims relating to faulty, incorrect, or damaged products are subject to assessment. Where, following our assessment, a product is deemed to be faulty, damaged, or incorrectly supplied, your statutory consumer rights apply.
Where a product is deemed faulty or incorrect, we will cover the cost of return shipping or arrange collection, and provide a replacement or refund as appropriate.
6. Return Shipping and Responsibility
Unless the product is faulty or incorrect, the cost of returning products is the responsibility of the customer.
We recommend using a trackable return service and retaining proof of postage. Returned products remain the customer’s responsibility until received by us.
7. Third-Party Purchases
If you did not purchase your product directly from www.voya.ie, please contact the retailer from whom the product was purchased, as their returns policy will apply.
ACCORDANCE WITH SPECIFICATION
All descriptive matter, drawings, pictures, colours, specifications, and advertising on the website are for the sole purpose of giving an approximate description of the Products. Save as prohibited by law, we reserve the right to exercise discretion with respect to any returns under these terms and conditions. Where you have been entitled to any multi-buy discount or free offers due to the size or value of your order exceeding a certain quantity or amount, and any Products are returned (except for an exchange where products are faulty/defective), we are entitled to either require the return of all Products delivered as part of that offer at your cost or charge you for the Products retained by you at the full price quoted on this site. Your statutory rights are not affected.